On the day when everything went wrong in my Fidelity Investment Account, I called the trading desk and asked Frank, "Can I now officially place trades today as a day trader?" He said, "Yes." I told him what I planned to do, and he said, "Go ahead."
With confidence, then, I went ahead and made two day trades in BZUN. Next day I was hit with a $32,748 day trader call. I called the trader desk and explained that I did not have $33k cash to liquidate this call. Sure enough, Frank had made a serious error. The money was in the account, but $600 had not yet cleared. Hence, on the morning I spoke to Frank, only $24,900 was available in my account. Note: $25,000 is required for day trader status.
The trading desk agreed (they listened to the recorded conversation I had with Frank)--Frank had made an error. They also explained that once the day trader call was posted, it could not be withdrawn. Fidelity offered me 25 free trades (worth $200). I asked Fidelity to invest $33k into my account for two days so as to meet the call. Fidelity explained that federal regulations do not allow them to do this. So I asked for 50 free trades (worth $400) to partially compensate for Frank's bad judgment. After much hesitation, Fidelity finally agreed.
In all these exchanges, I never once felt that anyone on the trading desk was taking my side and actively thinking in the direction of providing a solution. This is what hurt. They politely gave the information I asked for, but never once expressed regret for the financial suffering that Frank's bad info had caused. Nor did they express any concern that I was losing faith in the advice that the trader's desk was offering me. What were they not telling me?
On two other occasions, I was given bad info by Fidelity staff. On these occasions as well, I ended up saying, "I have no confidence that you are working with me to find a solution. You give me only the information that I ask for and then spend an enormous amount of energy trying to justify the treatment that I received."
All in all, I spent over ten hours in voice and text exchanges with Fidelity staff (advisors and supervisors). It was an enormous waste of time. Nixon brought the word "stone-walling" into the American vocabulary. I would say that the Fidelity staff exhibits stonewalling. Empathy is practically non-existent.